Automation Frustration
I got caught again in the push-button vortex recently. Smart companies would take time to analyze the types of calls they receive and adjust the “button journey”. This would identify the most frequent...
View ArticlePhone Fail – Treat Triumph
It always pays to be on your best behaviour. For one thing, you’re representing yourself – your own personal brand. For another thing, someone may be listening…
View ArticleIgnore the Rules & Concentrate on the People
You might consider a particular rule ridiculous and feel insecure about how to face customers when trying to enforce it. Learning the reasons for its existence puts you in a position to work on a...
View ArticleFacebook Firing
Temper is pleasure. Releasing our temper is a pleasant feeling of strength and power – it’s standing up for our rights. But the aftermath is an emotional hangover with serious consequences. Your...
View ArticleRemembrance Day Reflection
How many front-line employees, embracing the spirit of initiative, have thought about showing up at the staff meeting with a brilliant idea…but stayed silent – for fear of reprimand?
View ArticleWhat’s Out/What’s In for 2011
Here is a review of all too common customer service clunkers - and how to turn them into service success. So for your enjoyment, we proudly present the first annual What’s Out/What’s In for 2010/11.
View ArticleWhat’s Love Got To Do With It?
Valentine’s Day has always been about telling the special people in your life how much you care about them. Don’t wait to connect with others. The best motivation for most of us is respect,...
View ArticleTo Quit or Not To Quit
Is it a job change you really need or is it a change in perspective that's required? Owning the quality of our service requires us to see the purpose in our work.
View ArticleBC Ferries Fiasco
As Captain of the team, he single-handedly threw his teammates under the bus. All of the ticket takers, traffic directors, cafeteria workers and other front-line staff are the ones stick-handling the...
View ArticleCompassionate Caregivers
We participate regularly in a number of customer service discussion groups, and one of the most intriguing threads we came across a while ago was What Was One Of Your Best Customer Service Stories?...
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